"Unable to complete as dialed" vs busy signal

[CHRIS CHARLEBOIS]

I received a report from a user today that he repeatedly got the message "Unable to complete call as dialed" when dialing a local number.  After a number of attempts, he tried using his cell phone and got a busy signal.  I took a look at the trace file and it appears to me that the H.323 gateway released the connection with a cause of 'User busy'.  However, why would CallManager deliver the 'Unable to dial' message instead of a busy signal?

[William Bell]

If the carrier returned "unallocated/unassigned" in the ISDN q931 release cause then CUCM will play out the "..number as dialed..." message.  This is coming from the Annunciator service.  Whereas the mobile carrier is not providing the same facility.

HTH.

Regards,
Bill

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[CHRIS CHARLEBOIS]

Thank you, but that isn't the release code given in Q.931.  The release code was '0x080091 - User busy'.  Looking further in the trace file, it looks like the CallManager attempted to send the call out a different gateway (in a different city), which maybe where that message came from.  But why on earth would the CallManager try sending the call out a different connection when I received a 'User busy' message?

Here is teh trace snippet...

[William Bell · Accepted solution]

Well, is the h323 gateway the only gateway (or RG member) in your Route List?  Have you by chance modified the CM service parameter that controls whether the CUCM will continue routing on "user busy".  If there are other route groups (RG) in the route list AND you have the CM service configured to continue routing on "user busy", then you could be punting the call to another gateway unknowingly.

HTH.

Regards,
Bill

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[CHRIS CHARLEBOIS]

That was it.  Probably yet another reason to wring my predecessor's neck.  The Stop Routing on User Busy Flag and Stop Routing on Unallocated Number Flag were both set to False, which is not default.

I assume that changing this is going to reset the phones?  I typically don't play with the service parameters much, so I'm not sure.

[William Bell]

No.  A phone reset is not required.

Regards,
Bill